Legal
How cancellations, remakes, returns, and refunds work for On Site Optical prescription safety eyewear.
Last updated: September 29, 2026
This Returns & Refunds policy explains how On Site Optical handles cancellations, remakes, returns, and refunds for eyewear ordered through our website or workplace programs. Because most of our products are custom-made prescription safety glasses, return options are limited compared with off-the-shelf retail eyewear.
By placing an order request, you agree to this policy along with our Terms & Conditions. Read Terms & Conditions →
Online submissions are order requests. Until On Site Optical reviews and accepts an order, you may ask us to cancel or change the request by contacting us with your order number and email.
If no payment has been collected yet, cancelling a pending request typically means no charge. If a deposit or invoice was already issued under a workplace program, your employer’s program rules may apply.
Once manufacturing begins, frames and lenses cut to your prescription, PD, and selected options generally cannot be returned for change-of-mind, incorrect style preference, or employer program ineligibility discovered after production.
Please double-check frame selection, lens options, prescription values, and PD photos before you submit. If something looks wrong after you place a request, contact us immediately — we may still be able to stop or correct the order before lab work starts.
If your eyewear arrives damaged, does not match the approved order, or has a clear manufacturing defect, contact us within 14 days of delivery with your order number, photos of the issue, and a description of the problem.
After we verify the issue, we will arrange a remake or repair at no charge, or another remedy we consider appropriate. Do not discard the original product until we tell you what to do next — we may need it returned for inspection.
We manufacture to the prescription and PD information you (or your program administrator) provide. Remakes due to an incorrect or outdated prescription you submitted, or due to PD values/photos that were incomplete or inaccurate, are not covered as free remakes.
If we made the lenses to the wrong Rx relative to what you submitted and we approved, that is treated as our error under the section above. Fit adjustments for frames (nose pads, temples) may be available depending on the product — ask us for guidance.
If we ever sell a non-custom, unworn stock item that can be resold, you may request a return within 14 days of delivery, provided the item is unused, undamaged, in original packaging, and with all tags. Custom Rx and cut lenses are excluded.
Approved returns may receive a refund of the product price paid, minus original outbound shipping unless we shipped the wrong item. Return shipping costs are your responsibility unless we specify otherwise.
Email or call us with:
Where a refund is approved, it is issued to the original payment method or as a program credit, usually within 10–15 business days after we receive and inspect any required return. Timing can vary by bank or employer billing cycle.
Shipping charges are refundable only when the return is due to our error or a verified defect. Flat shipping shown at checkout is otherwise non-refundable once the order has shipped.
If your eyewear is ordered through an employer or safety program, additional rules may apply (eligibility windows, co-pays, approved frame lists, and billing). In a conflict between this page and your written program terms, the program terms control for that order.
Nothing in this policy limits rights you may have under applicable law that cannot be waived. We may also approve goodwill remakes or refunds in special cases at our discretion.
For returns, remakes, or refund questions:
On Site Optical
Jacksonville, Florida — serving Orlando to Savannah
